Lorena Hervas, MBA. PEOPLE The experience and quality of service given to customers depends on the attitudes and aptitudes of employees. The Chinese have.

Slides:



Advertisements
Similar presentations
PEOPLE, PROCESS, AND PHYSICAL EVIDENCE
Advertisements

M. Saleem K.E.S.C. Pakistan. Customer service is an organization' s ability to supply their customers' wants and needs. Any reputable organization should.
Expose Training How to Make Killer Enablis.
Chapter Eight Product and Branding Strategy
Product and Services Strategy
Dr. Saleh Alqahtani Chapter 14 Setting the Product and Branding Strategy by.
Marketing Creating and Capturing Customer Value
1 MANAGEMENT 435 SERVICE MANAGEMENT PowerPoint Set 3.
12 Setting Product Strategy
Product, Service, and Branding Strategies
Chapter 2 Service Characteristics of Hospitality and Tourism Marketing
© Marketing Tutors Ltdwww.mtutors.com The Marketing Mix The Tools of Marketing Management.
The 7 Ps of the Marketing Mix
12 Setting Product Strategy
Marketing Part 1 Indicator 1.04 – Employ marketing information to develop a marketing plan.
WF Marketing Part 1 Indicator 1.04 – Employ marketing information to develop a marketing plan.
8-1 Chapter 8 Product and Services Strategy. 8-2 What is a Product? ProductA Product is anything that can be offered to a market for attention, acquisition,
Market Planning Unit 4.2 The Marketing Mix.
Expectation of clients, communication with clients Marketing for Lawyers Expectation of clients, communication with clients Lesson 4 Eva Tomášková
SERVICESCAPE SERVICESCAPE & PHYSICAL EVIDENCE Ms.Megha Mody.
marketing communication involves communication about the product the product or service an element in the marketing mix aimed at informing, influence.
Managing Products & Brands. A product has…. Core customer value – Benefits Associated Services (augmented product) – Financing – Warranty – Support.
The Marketing Plan Business Organization and Management Chapter 10.
Fan Zhangz. PROMOTION IS ONE OF THE MARKET MIX ELEMENTS. A PROMOTIONAL MIX SPECIFIES HOW MUCH ATTENTION TO PAY TO EACH OF THE FIVE SUBCATEGORIES, AND.
Marketing Basics. Marketing  Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings.
Principle of Marketing Topic Service Marketing Lecture No By: Salman Shahid.
Branding name given to a well known product or company a method of differentiating products can create a USP and/or ESP.
Products, Services and Brands: Building Customer Value.
It is equal to the marketing communications. It relates to the products or services of the communications products. Promotion is an element of the marketing.
Marketing Tourism Hillary Jenkins, Otago Polytechnic.
Product and Services Strategy
Chapter 8 - slide 1 Copyright © 2009 Pearson Education, Inc. Publishing as Prentice Hall Chapter Eight Product, Services, and Brands: Building Customer.
Global Edition Chapter Eight Product, Services, and Brands: Building Customer Value Copyright ©2014 by Pearson Education.
KarkMnt;yuT§ saRsþplit nig pl nig l pøaksBaØa ( Setting the Product and Branding Strategy ) Chapter 9.
1 Chapter 8 Product and Services Strategy. 2 What is a Product? Product A Product is anything that can be offered to a market for attention, acquisition,
-It equals marketing communication. -It involves communication about the product the product or service. -Promotion is an element in the marketing mix.
Chapter 12 Characteristics of Services Intangibility: unable to touch, taste, smell, see, or hear purchase People who undergo plastic surgery cannot see.
BPMM3063 Industrial Marketing GROUP 3: Customer Loyalty.
Chapter 8 Product Strategy
Near East University Faculty Of Economics & Administrative Sciences MAN Introduction To Business Week 6 - Marketing Tuğberk KAYA 
Developing a Marketing Plan Unit 3.  The 5 P’s (formerly “the 4 P’s”)  Product  Place  Price  Promotion  People The Marketing Mix.
Relationship Marketing Case study: Pacific Brands.
Kevin Zhang. It equals marketing communication. It involves communication about the product the product or service. Promotion is an element in the marketing.
Product Design Usefulness Technology Convenience Value Quality PackagingBranding Accessories Warranty.
MARKETING MANAGEMENT 12 th edition 13 Designing and Managing Services KotlerKeller.
Feeling Good Positioning  Aurora will create a legacy as the leading hospitality management company within the Middle East in the next ten years.
Marketing II Chapter 7: Products, Services, and Brands: Building Customer Value.
Principles of Marketing Global Edition
BUSS2 Operations: developing effective operations – customer service.
Course Name: Principles of Marketing Code: MRK 152 Chapter: Six Services Building Customer Value.
Products, Services, and Brands Building Customer Value.
12 Setting Product Strategy
The Marketing Mix The Tools of Marketing Management
To accompany A Framework for Marketing Management, 2nd Edition
MGT301 Principles of Marketing
MARKETING MANAGEMENT 12th edition
Handout 11: Branding and sales
PowerPoint presentation
CHAPTER 6 CONSUMER PERCEPTION.
MARKETING MIX Product People Price Process Promotion Physical Place
Marketing for Lawyers Expectation of clients
3.1.5 Branding and differentiation
12 Setting Product Strategy
Consumer behaviour.
Brands and Branding.
MARKETING FOUR STEPS SEGMENTATION MARKET RESEARCH IT MARKETING
Lesson 3 – Customer care excellence
Unit 3.23 How businesses operate
Presentation transcript:

Lorena Hervas, MBA

PEOPLE The experience and quality of service given to customers depends on the attitudes and aptitudes of employees. The Chinese have a saying: “A man without a smiling face must not open a shop” Happy customers are more likely to stay loyal

PEOPLE CRM – Customer Relations Management involves setting standards and providing staff training to delivery good customer service Customer lifetime value – profitability that can be gained during the lifetime of a positive relationship with customer It is cheaper to keep existing customer than to find new ones

Process Refers to the methods and procedures used to give clients the best possible customer experience It can help to BUILT customer LOYALTY by fulfilling the Needs and Wants of customer Customer are constantly in search of improved convenience It would be inconvenient for customers to have to wait a long time for these items to be delivered.

Physical Evidence Refers to the IMAGE portrayed by a business (or perceived by customer) Business that offers services rather than physical products must pay careful attention to this element of marketing mix Hotel: Positioned in prime locations Welcoming reception areas Staff portray good quality standards

Packaging Refers to the ways in which a product is presented to the customer Packaging can be important if a product´s design, function or features cannot be easily differentiated from others on the market Psychologists have shown that people´s moods are affected by aspects of packaging such colour and texture

Packaging Packaging can be important for this functions: Profound impact on customer perception of product or brand Quality packaging with a quality product Packaging acts as a form of differentiation Packaging protects a product against damage during transportation of the product Provide Information